Citro Cashback terms and conditions
Aug 2023
1. About
Citrus Innovations Pty Ltd ABN 25 667 285 654 (Citro) administers the Citro Cashback supplementing the Citro Card and Account issued by Hay Limited ABN 34 629 037 403 Australian Financial Services Licence No. 515459 (Hay).
The Citro Cashback Terms and Conditions (Citro Cashback Terms) is Citro's agreement with you about your membership in Citro Cashback which is made available to you by Citro. You are only eligible to participate in Citro Cashback if you already hold a Citro Account and Citro Card with Hay.
By accessing or using the Citro Cashback in anyway, you agree to be bound by these Citro Cashback Terms. If you do not agree to be bound by these Citro Cashback Terms, you must not access or use Citro Cashback and cease using your Citro Account and Citro Card.
These Citro Cashback Terms are separate to the Citro Card and Account Terms and Conditions (Citro Card and Account Terms) prepared by Hay which govern your use of the Citro Account and Citro Card issued by Hay. For more information on the Citro Account and Citro Card, including a copy of the Product Disclosure Statement (PDS), Target Market Determination (TMD), Financial Services Guide (FSG), and the Citro Card and Account Terms visit https://www.joincitro.com.au/terms
If you have any queries or complaints regarding Citro Cashback, please contact Citro by:
Mail: Level 21, 50 Bridge Street Sydney NSW 2000
Email: support@joincitro.com.au
Website: www.joincitro.com.au
For queries or complaints regarding the Citro Card and Account, refer to the Citro Card and Account Terms or the PDS for more information on how queries and complaints are dealt with.
2. Definitions
Australian Consumer Law means Schedule 2 of the Competition and Consumer Act 2010 (Cth).
Citro Card and Account Terms means the Citro Card and Account Terms and Conditions prepared by Hay in Aug 2023.
Citro Cashback means the Citro rewards program administered and managed by Citro under these Citro Cashback Terms.
Discount means the discount made available by Participating Partners on Eligible Purchases through the Citro App or website from time to time.
Eligible Purchase means goods or services available for purchase from Participating Partners that are expressed as eligible for a Discount or Reward on the Citro App or website, and excludes Ineligible Purchases.
Hay means Hay Limited ABN 34 629 037 403, Australian Financial Services Licence No. 515459.
Ineligible Purchase means any purchase made, including from Participating Partners, which are:
(a) goods and services which are restricted by applicable laws; or
(b) goods and services reasonably determined by us or any Participating Partner to be ineligible from time to time;
(c) betting, including lottery tickets, casino gaming chips, off-track betting, and wagers at race tracks; and
(d) political donations.
Participating Partner has the meaning given in clause 6.1 of these Citro Cashback Terms.
Privacy Policy means the privacy policy available at: https://www.joincitro.com.au/privacy-policy
Rewards means incentive rewards offered or provided as part of Citro Cashback, as described in the Citro App or website and which is provided on Eligible Purchases less freight, delivery, taxes and GST.
You means a person holding a Citro Account and Citro Card issued by Hay and who has elected to be a member of Citro Cashback.
2.1 In these Citro Cashback Terms, unless the contrary intention appears:
(a) the singular includes the plural and vice versa;
(b) a reference to 'include; or 'including' means 'including but not limited to'; and
(c) other expressions used in these Citro Cashback Terms which are not defined here have the same meaning as in the Citro Card and Account Terms.
3. Eligibility
3.1 You are only eligible to participate in Citro Cashback if You satisfy all of the following criteria:
(a) you hold a Citro Account and Citro Card;
(b) you are not in breach of the Citro Account and Card Terms and these Citro Cashback Terms;
(c) you have a valid Authorised Payment Mandate with a Linked Account in your name; and
(d) your use of PayTo services under your Citro Account or Citro Card has not been terminated or suspended.
3.2 Only certain products and services are eligible for Rewards or Discounts under Citro Cashback. Eligible products and services will be listed on the Citro App or website.
3.3 When participating in Citro Cashback you must not use Citro Cashback for fraudulent, improper or unlawful purposes.
4. Registration and activation
4.1 You are registered for Citro Cashback when you successfully register for the Citro Account and Card in accordance with Citro Card and Account Terms.
4.2 You acknowledge that Hay may share your details including your personal information with Citro to enable you to register for Citro Cashback.
4.3 You will receive a confirmation email within 48 hours after you successfully register for the Citro Cashback. If you do not receive this confirmation email, contact Citro to find out why you have not been successful in registering.
4.4 You must not join or use Citro Cashback on behalf of any other individual or allow another individual to use Citro Cashback on your behalf.
5. Purchase and Redemption Partners
5.1 Citro has partnered with various merchants to offer you certain Rewards and Discounts on products and services purchased through the Citro App or website (each a Participating Partner).
5.2 Any product or service you purchase from a Participating Partner, whether through the Citro App or website or otherwise, is governed by and subject to the Participating Partner's policies and terms, including their return, cancellation, and shipping policies (as applicable).
5.3 Any Participating Partner is not an agent of Citro and operates independently. Your participation in any Reward or Discount offered or promoted by a Participating Partner is solely between you and the Participating Partner, unless otherwise specified by Citro. Citro is not responsible for any withdrawal or modification of a Reward or Discount and any effect this may have on your Citro Account balance with Hay.
5.4 Citro is not responsible for any changes to, or discontinuation of a Participating Partner. Except as provided in any law which cannot lawfully be excluded or modified by agreement, Citro assumes no liability or responsibility for any content, goods or services provided by a Participating Partner including the quality, merchantability or fitness of such content, goods or services or that such content, goods or services are lawful.
6. Loyalty Framework
6.1 When using Citro Cashback you may receive Discounts or Rewards on Eligible Purchases made through the Citro App or website.
6.2 The Discounts or Rewards may change from time to time and current Discounts or Rewards will be published on the Citro App or website. You should confirm the continued availability of the Discount or Reward before entering into the transaction for an Eligible Purchase. Any changes to the Discount or Reward will have no effect on an Eligible Purchase made prior to the date of change.
6.3 Citro does not represent or guarantee that acertain number of Discounts or Rewards will be made available.
6.4 Your ability to use or earn Discounts or Rewards may be affected by human or technical error or other events beyond Citro's control, which may include Participating Partner's systems, viruses or faults on the Citro App or website. To the maximum extent permitted by law, Citro is not liable for any error arising as a consequence of or in connection with the processing of a Discount or Reward except to the extent caused by Citro (or its employees, agents or contractors).
7. Rewards
7.1 Earning Rewards
(a) You may earn Rewards through any Eligible Purchase as communicated and made available by Citro from time to time through the Citro App or website:
(b) You are only entitled to one Reward for each Eligible Purchase. You will not earn Rewards if the Eligible Purchase is cancelled, refunded or terminated or if you breach any of your obligations in relation to the Eligible Purchase.
(c) Ineligible Purchases are excluded from earning Rewards.
(d) Citro does not guarantee or represent any quantum of Rewards you may earn as a result of your participation in Citro Cashback, unless otherwise specified by Citro.
7.2 Crediting Rewards
(a) Citro will use its reasonable endeavours to credit your Rewards balance within 60 days after the Participating Partner receives the amount for an Eligible Purchase or such other time period specified in the Citro App or website. It is your responsibility to check that you have been credited with the correct value of Rewards.
(b) If you have not been credited with the Rewards in accordance with clause 8.2(a) of these Citro Cashback Terms, you must make a claim for the crediting of Rewards within 90 days after the Participating Partner receives the amount for the Eligible Purchase. Unless otherwise specified by Citro, claims for the crediting of Rewards cannot be made if you do not meet the eligibility criteria set out in clause 4.1 of these Citro Cashback Terms.
(c) Citro reserves the right to deny or revoke the crediting of Rewards at any time if Citro or the Participating Partner determines that the Rewards were improperly obtained or erroneously credited.
7.3 Holding rewards
You may view your Rewards balance at any time by logging into the Citro App or website. Your Rewards balance will be held in credit to the Citro Account issued by Hay until you redeem your Rewards in accordance with clause 7.4 of these Citro Cashback Terms. Any Rewards which have not been redeemed before termination of your participation in Citro Cashback will be forfeited.
7.4 Redeeming rewards
(a) You may redeem your Rewards using the Citro App or website at any time. Any request to redeem your Rewards is final and irreversible.
(b) You must have accumulated a Rewards balance equal to or greater than the minimum redemption amount indicated and communicated through the Citro App or website from time to time before you are able to redeem your Rewards. Any limits or other criteria applying to a redemption request may also be stipulated on the Citro App or Citro website.
(c) In order to redeem your Rewards, you must satisfy the eligibility criteria referred to in clause 4.1 of these Citro Cashback Terms at the time of redemption.
(d) You may redeem your Rewards by instructing Hay to:
(i) apply your Rewards balance to any transaction made using your Citro Account and Citro Card; or
(ii) provide the monetary value of your Rewards balance in cash when using an ATM accepting Citro Cards, until we notify you otherwise.
(e) In order to give effect to the redemption methods set out above, you acknowledge that:
(i) Hay may require further information (including personal information) from you; and
(ii) Citro may share your information (including personal information) with Hay.
8. Discounts
8.1 Discounts may be made available by Participating Partners on Eligible Purchases through the Citro App or website from time to time.
8.2 The Discounts may be made available for a limited duration and may be subject to specific, terms, conditions, or exclusions. You should ensure that you are aware of and understand such term, conditions, or exclusions before proceeding with the Eligible Purchase.
8.3 If you have not received the Discount, you should consult with the Participating Partner to find out why. Except as provided in any law which cannot lawfully be excluded or modified by agreement, Citro assumes no liability or responsibility for any failure by a Participating Partner to honour the Discount the Participating Partner makes available through the Citro App or website.
8.4 Citro does not guarantee or represent that Discounts will be made available for a certain time period.
9. Termination
9.1 Citro may terminate or suspend your participation in Citro Cashback at any time by giving you at least 30 days' notice.
9.2 Citro may immediately terminate or suspend your participation in the Citro Cashback, immediately without notice, if:
(a) you breach the Citro Cashback Terms or the Citro Card and Account Terms and such breach gives rise to a materially adverse commercial risk or regulatory or compliance risk for Citro or Hay;
(b) your account remains inactive for greater than 12 months; or
(c) your Citro Card and Citro Account has been terminated or suspended.
9.3 You may cancel your participation in Citro Cashback at any time through the Citro App or website.
9.4 If your participation in Citro Cashback is terminated or cancelled for any reason, such termination or cancellation is final and any Rewards which have not been redeemed before termination or cancellation will be forfeited.
9.5 Upon termination (or suspension) of your participation in Citro Cashback your Citro Card and Account will be terminated (or in the case of a suspension of your participation in Citro Cashback, suspended).
10. Changes to these terms and conditions
10.1 We may change these Citro Cashback Terms, or any part of it, at any time without your consent, for one or more of the following reasons:
(a) to comply with any change or anticipated change in any relevant law, code of practice, guidance or general industry practice;
(b) to reflect any decision of a court, ombudsman or regulator;
(c) to reflect a change in our systems or procedures, including for security reasons;
(d) to respond to changes in the cost of providing the Citro Cashback; or
(e) to make these Citro Cashback Terms clearer or to provide additional features.
10.2 Unless the change has no material impact on your obligations, or otherwise reduces your obligations, we will give you 30 days' advance notice of any change.
11. How we communicate
You agree to receive communications including communications highlighting Discounts or other deals available through Citro Cashback. We may communicate with you using the contact information you have provided to Citro or when registering or using a Citro Account and Citro Card You consent to receive electronic communications including any notices or other information that we may be required to provide you by law in writing unless you have withdrawn or varied your preferences via the Citro App. We may also send you push notifications if you install the Citro App.
12. Liability
12.1 You agree that we are not liable for any loss, damage or liability in connection with:
(a) the unauthorised use of your Rewards or Discounts;
(b) any goods and/or services purchased from third parties by you;
(c) any merchant or product descriptions contained on our website or contained in communications sent to you by us or on our behalf, where these are provided to us by a Participating Partner;
(d) any failure of or delay in a Participating Partner or Hay failing to provide us with any information or perform any act upon which we depend; or
(e) any failure or default beyond our reasonable control, except to the extent that the loss, damage or liability is the result of our fraud, negligence or wilful misconduct (including that of our employees and agents).
12.2 You have the benefit of certain protections as a consumer under the Australian Consumer Law. Nothing in this document shall be taken to exclude liability which may not be excluded under the Australian Consumer Law. However, to the extent permitted under the Australian Consumer Law and except as otherwise specified in these Citro Cashback Terms, in relation to any loss you have suffered:
(a) our liability is limited to the cost of providing the relevant services again; and
(b) we have no liability for any indirect, special or consequential loss (including loss of profits, actual or anticipated revenue).
13. Privacy
13.1 You agree that we may collect, hold, use and disclose your personal information as described in these Citro Cashback Terms and any other privacy notices that we provide you.
13.2 We collect personal information that you provide to us or generate when you register for the Citro Cashback. This personal information is used for:
(a) any specific purposes for which you provide it to us;
(b) the general operation of Citro Cashback, so that you can access and use the functions and services of Citro Cashback;
(c) to help our partners to fulfil their regulatory obligations; and
(d) other purposes as otherwise notified to you.
13.3 Our Privacy Policy (available at: https://www.joincitro.com.au/privacy-policy) describes how Citro collects, hold, use and disclose personal information in the course of its business operations as a whole. It also explains how you can seek to access or correct any personal information Citro holds about you, how to complain about a privacy breach and how Citro will deal with a privacy complaint.
14. Governing law
These terms and conditions are governed by the laws of New South Wales, Australia, and you submit to the non-exclusive jurisdiction of the courts in that state.